IT Support Specialist

** This position is onsite **

Location

12611 Fuqua Street
Houston, TX 77034

Primary Job Function

In order to help Texas Bay Credit Union (TBCU) stand out as a leading financial institution IT Support Specialist is responsible for installing, configuring, troubleshooting, maintaining and providing technical support across a variety of products. 

Essential Duties and Responsibilities 

• Primary contact for end-user support, help desk, and desktop support functions. Respond to help desk tickets in a timely manner, conducting necessary research and documenting solutions/resolutions within the ticketing system. 
• Develop and maintain technical documentation of processes, system configuration/procedures, system upgrades as well as for hardware and software issues.
• Administer, manage and monitor Active Directory, Azure / Microsoft 365 environment to include including user provisioning, authentication, single sign-on (SSO), multi-factor authentication (MFA), Exchange Online, SharePoint Online, and Teams
• Research, recommend and perform hardware and/or software maintenance, repairs, installs and upgrades in accordance with credit union policy, standards and regulations.
• Initiate preventative maintenance practices, analyzing system faults, running diagnostic tests to detect problems as well as repairing system/environment problems. 
• Collaborate with vendors for hardware/software issues, upgrades, network installations, and troubleshooting as required.
• Responsible for completing related project-based work as well as assisting in various departmental project efforts.
• Act as advocate for front and back office staff, identifying and working to improve inefficiencies on all software.
• Assist in troubleshooting networks, systems and applications to identify and correct malfunctions and other operational difficulties including but not limited to virtual and physical desktop environments, desktop phones, conference audio/video equipment, Windows operating systems and the software applications housed therein. 
• Assist in the daily data processing duties. 

Other Duties and Responsibilities

• Comply with applicable laws, regulations, standards, policies and procedures.
• Play an active part in helping credit union teams function smoothly and efficiently. 
• Stay alert to potential problems and propose changes to policies and programs. 
• Back-up other coworkers as needed. 
• Perform other duties as assigned or needed.
• As an employee of a “Essential Business” (as defined by Texas’s Executive Order GA 14), employees are expected to continue to report to work as scheduled during state issued emergency declarations.
• Comply with all federal, state, and local regulations. 

Required Knowledge 

• (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program 

• One year to three years of similar or related experience, help desk experience preferred 
• Working knowledge of Windows Operating System and Microsoft solutions

• Skilled in technical troubleshooting, problem-solving, and automation.
• Knowledge of backup and disaster recovery strategies for onsite environments.
• Knowledge of current networking hardware, protocols and standards.
• Completion of required training courses 

Required Abilities

• Ability to communicate technical information to non-technical personnel
• Attention to detail and strong organizational skills
• Analytical, problem resolution, and decision-making skills
• Strong verbal and non-verbal communication skills
• Must be self-motivated and a quick learner
• Must be able to multi task and work well in a fast-paced environment
• Demonstrate all Texas Bay Core Values
• Demonstrate the ability to maintain confidentiality and exercise discretion

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. The employee is regularly required to walk, sit, reach with hands and arms, kneel, talk, hear, and climb stairs. The employee must occasionally lift and/or move 10-15 pounds. This position requires viewing of computer monitor for extended lengths of time and travel to and from all credit union offices.  

Disclaimer

The above information on the description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.